Editing phrases used to encourage agent-feedback during evaluation in calibration session
To edit the phrases used to encourage agent-feedback during an evaluation:
- Go to SETTINGS
- Click Feedback settings
- Click the Quality feedback tab
By following the navigation prompt, you'll be directed to the following screen
When building a scorecard, you can choose whether or not to prompt evaluators to add feedback on (1) specific line items; (2) specific sections; and/or, (3) at the end of the evaluation.
However, if you do wish to prompt feedback during the evaluation process, then this is where you define HOW evaluators will be prompted. Here you can configure four parameters associated with quality feedback.
- Part 1: The title of the feedback: The three default tab-titles (Positive / Negative / Neutral) and their associated colours (Red / Amber / Green) can be edited and saved.
- Part 2: Prompts: The phrases used to prompt each type of feedback on line items/sections / overall evaluation can be edited and saved.
- Part 3: Time to acknowledge before the associated notification goes red
- Part 4: Status - The system enables you to prompt up to three different types of feedback during the evaluation process. However, If you only wish to prompt one or two types of feedback during evaluation (rather than all three options), simply untick the relevant Active status. Feedback option(s) that are un-ticked will NOT be presented to evaluators. (Please note: Whenever a feedback option is made inactive, any feedback previously entered under said option will still be visible in reports).
If all three feedback types remain Active (and the default options haven't been changed), then the feedback pop-up (accessed by clicking a pencil icon or "add feedback" link on the evaluation screen) will look like this...
If all three feedback types remain Active (and the default options haven't been changed), then the feedback pop-up (accessed by clicking a pencil icon or "add feedback" link on the evaluation screen) will include:
- Positive feedback: Please highlight what the agent did well
- Neutral feedback: Please add your feedback
- Coaching need: Please describe how the agent could improve